Customer Success Story

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6 Locations

+100 happy team members

1 Remote knowledge base

How Fairway branch, MortgageBanc scaled across 6 locations without meeting

Ben Chenault is the SVP with MortgageBanc, part of Fairway of Independent Mortgage and has been leading the team for the past 18 years. Ben manages 6 locations and is responsible for 100 people. Fairway is one of the top retail lenders in the USA operating with different groups, several SVPs with multiple branches and locations under them.

Before CoVid there was alot of time was spent onboarding team members and having calls in order to get the team on the same page.

The challenge in scaling a business is always how to do more but with less time and how to maximize productivity and efficiency. Additionally with transparency and unparalleled customer service at their core, Ben needed a medium for consistent communication for the entire group.

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Ben Chenault MortgageBanc

“One of the challenges especially during Covid was explaining thoughts and philosophies to new people, getting everyone on the team on the same page. I can’t be in five places at once especially with people starting to work abroad more often, we have to have a medium to give people that kind of information. It’s not always convenient to get people to do scheduled calls especially if you’re bringing in multiple people in the same week.”

Ben Chenault

SVP with MortgageBanc, Fairway

Mortgagebanc Fairway team

Finding a partner to support growth

It became essential to find a medium to centralize all company communication and layout the messages Ben and his team wanted everyone coming on board to hear and in what order?

Ben and his team decided to switch to Whale as a solution for Knowledge Sharing and training his teams. In order to ensure engagement, they had a consultant help them plan the content and shoot the videos.

"The return I have is piece of mind knowing that the team has gone through these channels and everyone is hearing the exact same thing and we’ve communicated properly to the team."

With Whale’s ability to embed videos, insert how-to’s, and the option to add create links to internal documents the need for both consistency and engagement were met.

In the mortgage space, there are a number of different roles and so part of the goal for Ben and the team was to define those roles inside of Whale. Ben and his team gave checklists and assignments for team members to go back and look at instead of having to pick up the phone, thereby creating more time for Ben to focus on customers and other aspects of the business.

Ben Chenault MortgageBanc

“Whale is like a big online Playbook and a way to put it all in one place. I love the fact that I can talk about our local policies and procedures and at the same time include all of Fairway’s from a corporate standpoint.”

Ben Chenault

SVP with MortgageBanc, Fairway

In our space what we’re going to see is alot more technology. The mortgage industry has lagged behind just because of compliance and complexities. The challenge will be to figure out how to use technology, still be compliant and do things more efficiently.

In utilizing Whale, the team has been able to deliver on;

  • Compliance

  • Consistency

  • Communications

  • Efficiency

“Whale is pretty robust. The feedback we’re getting is that it’s great!"

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You only have to do things once!

“You know you could send somebody a one-page letter on this is who we are and this is what we stand for but it’s way different if they hear your voice and see it on a video and you can explain the why behind it. The best part is having to do it just once!

Whale has become a medium of communication for the entire group at MortgageBanc!”

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The Challenge

Before CoVid there was alot of time was spent onboarding team members and having calls in order to get the team on the same page. 

With transparency and unparalleled customer service at their core, Ben Chenault, SVP of Mortgagebanc (Fairway) needed a medium for consistent communication for the entire group.

The Solution

Finding an automated tool that could help to centralize all company communication and layout the messages Ben and his team wanted everyone coming on board to hear.

Results

Consistency | Clarity | Communication Efficiency

Ben and his team found piece of mind knowing that the team has gone through these channels and everyone is hearing the exact same thing. As a result, they have been able to onboard faster and across multiple locations.

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